Specialist Customer Experience

Lakeshore Recycling Systems•North Branch, MN

16h

About The Position

As a Customer Experience Specialist, you are part of a team supporting and serving customers and clients through inbound and outbound calls. You will demonstrate a resourceful, quick-thinking mindset to assist callers and answer questions concisely, while providing an exceptional and committed customer experience through phone, email, and chat support. The role involves anticipating customer needs, resolving concerns, explaining services and products to prospective customers, updating customer information, and collaborating with team members and leaders to support consistent service and process improvements. The position also includes participating in learning opportunities, following company policies and procedures, and handling special projects and other duties as needed.

Requirements

High school diploma or GED.
Previous 2–3 years of call center experience.
Naturally positive, helpful, and courteous attitude.
Willingness to assist with clients’ needs.
Patience and attentiveness in communications and interactions.
Comfort working in a fast-paced, active group environment.
Ability and willingness to work cooperatively with team members and build camaraderie and teamwork.
Self-motivation to provide high-quality customer service.
Exceptional verbal and written communication skills.
Detail-oriented with strong organizational skills.
Ability to think critically and creatively to proactively and independently solve problems.
General math skills.
Ability to maintain a positive and professional attitude with customers and coworkers.
Ability to adhere to attendance and scheduling policies.
Excellent Microsoft Word, Excel, and Outlook skills.
Availability to work 40 hours per week plus one to two Saturdays per month.

Responsibilities

Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience.
Strive for first-contact resolution with each interaction.
Take ownership of complex or heightened user concerns and use sound judgment to resolve them with a positive, supportive attitude.
Collaborate with team members to provide consistent, seamless service; manage time and prioritize tasks.
Work with team leaders to identify opportunities to improve processes, products, and services.
Update customer information in the system during and after each correspondence.
Answer incoming calls from prospective customers, explain services and products, and provide information about additional service offerings.
Become proficient with client programs and develop product knowledge.
Record and verify prospective customers’ names, addresses, purchases, and reactions.
Handle calls about orders, inquiries, and complaints, and direct calls for further problem resolution when necessary.
Participate in learning opportunities related to process improvements, time management, and technology skills.
Follow company policies and procedures.
Handle special projects and other duties as needed.